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NEW QUESTION # 33
Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?
- A. Take no action, because a supervisor cannot monitor more than one team.
- B. Assign the supervisor as primary supervisor for all the relevant teams.
- C. Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.
- D. Add the supervisor as a member of all the relevant teams.
Answer: B
NEW QUESTION # 34
Which interface is used to configure debug parameters for log files?
- A. Datastore Control Center
- B. system parameters
- C. Control Center
- D. trace configuration
Answer: D
Explanation:
Section: (none)
NEW QUESTION # 35
What is the minimum package that is required to develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment?
- A. Cisco Unified Intelligence Center Premium
- B. Cisco Unified CCX Premium
- C. Cisco Unified Intelligence Center Standard
- D. Cisco Unified CCX Enhanced
Answer: A
Explanation:
Explanation
To develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment, you need the Cisco Unified Intelligence Center Premium package. This package allows you to create custom reports using the Report Definition tool, which provides access to all the data sources, fields, filters, drilldowns, and formatting options. The Cisco Unified Intelligence Center Standard package only allows you to run predefined reports and make limited modifications, such as changing the layout, adding filters, and scheduling. The Cisco Unified CCX Premium and Enhanced packages do not affect the Cisco Unified Intelligence Center reporting capabilities, as they are related to the Unified CCX features and licenses. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 3:
Operate a Cisco Unified Contact Center Express System - Lesson 1: Cisco Unified Intelligence Center Reports - Topic: Cisco Unified Intelligence Center Overview
NEW QUESTION # 36
Which configuration object can have skills assigned to it in Cisco Unified Contact Center Express?
- A. Skill Groups
- B. competence levels
- C. Resource Groups
- D. Contact Service Queue
Answer: D
Explanation:
Section: (none)
NEW QUESTION # 37
An organization wants to collect an account number from a customer via IVR prompting.
Then, using a keystroke macro, the customer wants to insert the account number into the account number field in the agent's CRM desktop application.
The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record.
Assuming the organization wants the lowest cost solution, what product does this organization need for this capability?
- A. Cisco Unified CCX Enterprise
- B. Cisco Unified IP IVR
- C. Cisco Unified CCX Premium
- D. Cisco Unified CCX Enhanced
- E. Cisco Unified CCX Standard
Answer: D
NEW QUESTION # 38
Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?
- A. Take no action, because a supervisor cannot monitor more than one team.
- B. Assign the supervisor as primary supervisor for all the relevant teams.
- C. Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.
- D. Add the supervisor as a member of all the relevant teams.
Answer: B
NEW QUESTION # 39
You are designing a Cisco Unified Contact Center Express system with these four requirements
* 250 configured agents
* a maximum of 150 agents that are logged in at any time
* 30 agents that are able to make outbound calls
* 20 agents that are able to answer emails
How many premium seats should you purchase?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION # 40
How is the default eMail address in the eMail Subsystem Configuration page used?
- A. It is the From address for emails sent by agents using Agent E-mail.
- B. It becomes the From address in the Send eMail step if no address is specified.
- C. It is used if no email contact is specified in the Create eMail step.
- D. It receives all mail sent in the Send eMail step as a bcc.
Answer: B
NEW QUESTION # 41
Which three operations can be performed within the Cisco Finesse IP Phone Age (IPPA)? (Choose three.)
- A. An agent can sign in to Finesse IPPA and initiate call recording.
- B. A supervisor can sign in to Finesse IPPA and initiate call recording.
- C. A supervisor can use Finesse IPPA to act as an agent and accept calls.
- D. Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license.
- E. An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons.
Answer: C,D,E
Explanation:
Explanation
The three operations that can be performed within the Cisco Finesse IP Phone Agent (IPPA) are:
A). A supervisor can use Finesse IPPA to act as an agent and accept calls. This is true because Finesse IPPA does not support supervisor tasks such as monitor, barge, and intercept, but supervisors can sign in and perform all agent tasks on their IP Phones. To perform supervisor tasks for Finesse IPPA agents, supervisors must sign in to the Finesse desktop and follow the same steps that they use for the Finesse desktop agents1.
D). An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons. This is true because Finesse IPPA allows agents to change their state from Ready to Not Ready, sign out from the Finesse service, and apply wrap-up reasons after handling a call. Agents can select the appropriate reason codes from the list of available options on their IP Phones2.
E). Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license. This is true because Finesse IPPA is supported on all Cisco Unified CCX license packages, including Standard, Enhanced, and Premium. Agents can use Finesse IPPA regardless of the license package that is deployed on Cisco Unified CCX3.
The other options are not correct because:
B). An agent can sign in to Finesse IPPA and initiate call recording. This is false because Finesse IPPA does not support call recording. Agents cannot initiate, stop, or pause call recording from their IP Phones. Call recording is only supported on the Finesse desktop in the browser4.
C). A supervisor can sign in to Finesse IPPA and initiate call recording. This is false because Finesse IPPA does not support call recording. Supervisors cannot initiate, stop, or pause call recording from their IP Phones. Call recording is only supported on the Finesse desktop in the browser4.
References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - IP Phone Agent [Cisco Finesse] - Cisco 2: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release12.5(1) - IP Phone Agent [Cisco Finesse] - Cisco 3: Cisco Unified Contact Center Express Solution Reference Network Design, Release
12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 4: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - IP Phone Agent [Cisco Finesse] - Cisco
NEW QUESTION # 42
Which option enables you to monitor previous agent seat license usage?
- A. overall Cisco Unified CCX stats in Cisco Unified Communications Manager Real-Time Monitoring Tool
- B. port and agent seat utilization historical report in Cisco Unified Intelligence Center
- C. port-monitoring tool in Cisco Unified Communications Manager Real-Time Monitoring Tool
- D. traffic analysis historical report
Answer: B
NEW QUESTION # 43
Which step library is included in the license for Cisco Unified Contact Center Express Standard?
- A. email steps
- B. database steps
- C. ICM steps
- D. document steps
Answer: D
NEW QUESTION # 44
A Cisco Unified CCX deployment is licensed for 120 agent seats, out of which 70 agents log in as chat agents via an independent browser. How many agents will be able to service voice calls via Cisco Agent Desktop in this scenario?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
Explanation
According to the Cisco Unified Contact Center Express 12.5 Data Sheet1, the maximum number of concurrent chat agents supported by Cisco Unified CCX is 70, regardless of the number of licensed seats. This means that if 70 agents log in as chat agents via an independent browser, they will consume 70 chat agent seats out of the
120 agent seats licensed for the Cisco Unified CCX deployment. The remaining 50 agent seats can be used for voice agents who log in via Cisco Agent Desktop.
Therefore, the answer is A. 50. References := Cisco Unified Contact Center Express 12.5 Data Sheet, page 4.
NEW QUESTION # 45
What is the maximum number of agents that can be supported by Cisco Unified CCX 8.0 when deployed with Cisco Unified Communications Manager?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
Explanation:
Explanation
According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Cisco Unified CCX 8.0 can support a maximum of 400 agents when deployed with Cisco Unified Communications Manager. This is the highest capacity option for Cisco Unified CCX 8.0, which requires a dedicated server for the Cisco Unified CCX Engine and a dedicated server for the Cisco Unified CCX Database.
The maximum number of agents depends on the hardware configuration, the deployment model, and the features enabled. For example, if Cisco Unified CCX is deployed in a high availability mode, the maximum number of agents is reduced to 300. If Cisco Unified CCX is deployed with Cisco Unified Presence, the maximum number of agents is reduced to 250. If Cisco Unified CCX is deployed with Cisco Unified Intelligence Center, the maximum number of agents is reduced to 150. The maximum number of agents also varies for different versions of Cisco Unified CCX. For example, Cisco Unified CCX 7.0 can support a maximum of 300 agents, while Cisco Unified CCX 9.0 can support a maximum of 500 agents. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter
2: Unified CCX Product Overview, Section 2.1: Unified CCX Product Packages, Page 151 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.1: Unified CCX Deployment Models, Page 252 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2: Unified CCX Capacity Planning, Page 293
NEW QUESTION # 46
In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. Which Cisco Unified CCX Editor step creates a new prompt that can play out the number?
- A. Create Generated Prompt
- B. Create Container Prompt
- C. Create Conditional Prompt
- D. Create Language Prompt
Answer: A
Explanation:
Explanation
In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt. The Cisco Unified CCX Editor step that creates a new prompt that can play out the number is the Create Generated Prompt step12 The Create Generated Prompt step is a media step that allows you to create a prompt from a text or a number.
The step uses the Text-to-Speech (TTS) engine or the Number-to-Speech (NTS) engine to generate a voice prompt that can be played to the caller. The step has two tabs: General and Settings. The General tab allows you to specify the input type (text or number), the input value (a variable or a literal), and the output prompt (a variable that stores the generated prompt). The Settings tab allows you to configure the TTS or NTS settings, such as the language, the voice, and the speed12 The other options are not correct:
Create Container Prompt: The Create Container Prompt step is a media step that allows you to create a prompt from a list of existing prompts. The step concatenates the prompts into a single prompt that can be played to the caller. The step has one tab: General. The General tab allows you to specify the input prompts (a list of variables or literals) and the output prompt (a variable that stores the concatenated prompt)12 Create Language Prompt: The Create Language Prompt step is a media step that allows you to create a prompt from a language-specific prompt. The step selects the prompt that matches the language of the current session and assigns it to a variable. The step has one tab: General. The General tab allows you to specify the input prompt (a variable or a literal that contains a language-specific prompt) and the output prompt (a variable that stores the selected prompt)12 Create Conditional Prompt: The Create Conditional Prompt step is a media step that allows you to create a prompt based on a condition. The step evaluates the condition and assigns the corresponding prompt to a variable. The step has two tabs: General and Settings. The General tab allows you to specify the condition (a Boolean expression) and the output prompt (a variable that stores the conditional prompt). The Settings tab allows you to specify the true prompt and the false prompt (variables or literals that contain the prompts for the true and false cases)12 References: 1: Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Media Steps [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Getting Started with Scripts, Release 10.0(1) - Creating and Editing Scripts
[Cisco Unified Contact Center Express] - Cisco 2
NEW QUESTION # 47
Historical reports can be generated using which two Cisco Unified CCX tools? (Choose two.)
- A. Historical Reports Data Store
- B. Cisco Supervisor Desktop
- C. Historical Reporting Client
- D. Cisco Unified Intelligence Center
Answer: C,D
Explanation:
Section: (none)
NEW QUESTION # 48
Where can you start, stop, and restart Cisco Unified Contact Center Express services?
- A. Cisco Unified Communications Operating System Administration
- B. Cisco Desktop Administration
- C. Control Center on Cisco Unified Contact Center Express Service ability
- D. the system page on Cisco Unified Contact Center Express Administration
Answer: C
NEW QUESTION # 49
An organization wants to collect an account number from a customer via IVR prompting Then the customer wants to use a keystroke macro to insert the account number into the account number field in the agent CRM desktop application. The keystroke macro will also initiate the CRM desktop application and execute a database lookup from the CRM database server, in order to retrieve the customer record. Which product provides these capabilities at the lowest cost?
- A. Cisco Unified CCX Enterprise
- B. Cisco Unified IP IVR
- C. Cisco Unified CCX Premium
- D. Cisco Unified CCX Standard
- E. Cisco Unified CCX Enhanced
Answer: C
Explanation:
Explanation
Cisco Unified CCX Premium provides the most advanced features and capabilities for contact center agents and supervisors, including IVR scripting, database integration, keystroke macros, CRM integration, outbound preview dialer, and agent email and chat. Cisco Unified CCX Standard and Enhanced do not support keystroke macros, CRM integration, or agent email and chat. Cisco Unified IP IVR does not support agent desktop functions or outbound preview dialer. Cisco Unified CCX Enterprise is not a valid option, as Cisco Unified CCX only comes in Standard, Enhanced, and Premium versions. References: Cisco Unified Contact Center Express 12.5 Data Sheet, [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]
NEW QUESTION # 50
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